When will VW buy back a faulty car?

[MYO09Eos]

I've had that many issues with the Eos, that I don't enjoy the car anymore. Constantly taking it back for repairs non stop. I brought the car in good faith that it wasn't faulty, but alas, Im always wasting my time in taking it back and forth. Does anyone know if I can force VW to buy back this lemon or at what point would they consider buying it back?

[Rathbod]

This is not as easy as it may seem, at least not in the UK

A great deal will depend on how long you have had the car, if you have an MY009 I would suspect you have had it for quite some time.

Sometimes they qill offer to buy an older car back as a gesture of good will and knock off what they consider a costs for fair wear and tear.

Derek

[silvershadow]

Originally Posted by MYO09Eos

I've had that many issues with the Eos, that I don't enjoy the car anymore. Constantly taking it back for repairs non stop. I brought the car in good faith that it wasn't faulty, but alas, Im always wasting my time in taking it back and forth. Does anyone know if I can force VW to buy back this lemon or at what point would they consider buying it back?

Unfortunately, we do not have "lemon laws" in Australia - the only protection is the "merchantable quality/fitness for purpose" provisions in the consumer protection laws applying in each state.

I am aware that some cars have been quietly removed from complaining owners in the past especially after the media have been involved - this has always included a "non-disclosure" condition to avoid setting a precedent to be used in the future by other complainants.

The main criteria is "reasonable grounds" - what is unacceptable to a perfectionist may not constitute reasonable grounds before a consumer claims tribunal. Conversely, there are probably some owners who have put up with a "lemon" without realising they may have succeeded with a claim.

[MYO09Eos]

Originally Posted by silvershadow

Unfortunately, we do not have "lemon laws" in Australia - the only protection is the "merchantable quality/fitness for purpose" provisions in the consumer protection laws applying in each state.

I am aware that some cars have been quietly removed from complaining owners in the past especially after the media have been involved - this has always included a "non-disclosure" condition to avoid setting a precedent to be used in the future by other complainants.

The main criteria is "reasonable grounds" - what is unacceptable to a perfectionist may not constitute reasonable grounds before a consumer claims tribunal. Conversely, there are probably some owners who have put up with a "lemon" without realising they may have succeeded with a claim.

Thanks Silvershadow, I'll have to do some digging around via consumer affairs. It just seems to be one thing after another that is going wrong with the car. The fixes they 'seem' to put in place are 'patch' jobs or one bit at a time, then the next issue arrises. It's mainly with the engine and leaking roof, wish it was minor issues.

[midician]

Sorry to hear that you are having problems with your Eos MyEos009.

I have had several issues so far, but a stern letter to the local service manager did get the service department off their asses to improve service with me.

In the first 3 weeks of ownership I returned the car for a rear roof rattle, and they did not fix it.
Returned it and the fixed it but caused a rubber seal to deform and the car is now in for replacement of that seal. Centre console is also jammed and in for repair this week.



As for disappointments with the car- they all disappear when the roof is down and I am cruising in the vineyards !

My advice is to negotiate with the Service Manager for a mutually acceptable resolution. Your leverage is this forum- you can post your honest and truthful experiences here for all to read.

[geoffa1]

I guess the other question to ask is whether the dealer is doing the right thing by you.

I know you have had multiple things go wrong with the car, but if each of them had been fixed the first time, I imagine you would be in a much better mood now.

It may be worth taking the car to a different dealer.

They all charge warranty work back to VW, so its no skin off another dealers nose to fix things and get $$$ from VW.

If they recognise they can earn a long term servicing relationship with you, they may be prepared to work a little harder.

Good luck.

[Doolallygirl]

Originally Posted by midician

My advice is to negotiate with the Service Manager for a mutually acceptable resolution. Your leverage is this forum- you can post your honest and truthful experiences here for all to read.

Unfortunately I've had the need to mention this forum many times to VW customer services as well as the service department in several dealerships and it does work in your favour...if you threaten to name and shame dealerships to other VW owners they don't like it!

[Kieranol]

I have recently sold my Eos with one of the contributing factors towards the decision was the attitude of the dealer here in Adelaide. We really only have one in the city itself and so there really was no choice in who you could take it to.

I just got so sick of dealing with this crowd that it was a nice feeling to know I would not have to go down that track again when the vehicle did sell. Sad, but as Ned Kelly said "Such is Life!"

Its a great model for Vw to have produced, it will also be interesting to see how it evolves over time.

[kipperjet]

Not much better in Brisbane either Kieranol, despite our bigger population we only have a couple of dealers, both useless in every department by most accounts, my nearest one certainly is. If I keep the EOS beyond the warranty I will be investigating non-franchise VW experts, and keeping my fingers crossed.

[MYO09Eos]

Originally Posted by geoffa1

I guess the other question to ask is whether the dealer is doing the right thing by you.

I know you have had multiple things go wrong with the car, but if each of them had been fixed the first time, I imagine you would be in a much better mood now.

It may be worth taking the car to a different dealer.

They all charge warranty work back to VW, so its no skin off another dealers nose to fix things and get $$$ from VW.

If they recognise they can earn a long term servicing relationship with you, they may be prepared to work a little harder.

Good luck.

I brought the car brand new Nov 08, around the 10mth mark, things started going wrong. It went back to get things checked, they couldnt find anything. That was because the computer in the engine apparently wasnt recording anything. Each time it goes back, gets fix, I get it back, then something else goes wrong. Ive spoken to a number of dealerships, however if I want a loan car, then I have to pay for it. I do have a issue in paying for a loan car esp when the car is obviously riddled with faults and falling apart. I've emailed the CEO of VW Australia - no reply, inital rudeness from their so called service centre. The only time I got any action from VW Australia was when I emailed the Board of Directors in Germany. VW Australia promptly contacted me, however the issues still persist. Apparently before any repairs can be conducted under warranty, VW Australia have to approve the repairs. It's all a process of elimination, if they can do it on the cheap, they have to do that first - like the leaking A pillar issue - butyl tape, which in the Australian heat, melted and oozed all over my car - such a classy look. I'm just over the crap that one has to go through to get what one paid for - a non faulty car that works like it should.

[midician]

Kieranol, I too am in Adelaide and they seem to be quite good with service for me. Even got a free loaner for the warranty repairs. Should you have major gripes, I would recommend contacting the Service Manager, Michael Schieffer, directly. See http://www.solitaire.com.au/pages/mileendcontact.html